Description
Service Desk & Incident Management
Job Profile
The Service Desk specialist works within Service Contact and reports to the Head of Service Desk international. The purpose of the role is to;
Objective/Purpose of role
- Ensure operations of service desk, which acts as global 24/7 first POC for all standard user queries via: phone, email
- Provide 1st level support for following service requests eg p/w reset, standard MOS queries etc.
- Ensure Dashboard Control of Monitoring Systems
- Manage the e2e Incident Mgmt Process (incl. Major Incident control, Business communication,
- Coordination of level 2/3 resolver groups, Management escalation)
- Provide operational access management and provision all standard' access requests
- Ensure E2e Request Fulfilment Process
- Meet services levels associated with above
Competencies Required (technical skills, knowledge)
- Self-motivated and outgoing
- Ability to maintain effectiveness in a changing environment, modifying approach to reach desired goals, allied with a real passion for self-development.
- Ability to work well under pressure and to conduct themselves in a calm and controlled manner with customers in such situations.
- Willingness to work within and across differing cultures within the RWE IT group as increase Internationalisation takes place
- Experience working in an environment with direct contact with customers
- Significant experience working with and alongside technical support teams, being able to discuss issues in a meaningful manner
- Detailed knowledge of Microsoft Office suite, including the Microsoft Operating system supplied via the Global Desktop agreement, and applications defined as the standard Top 100'
- Detailed understanding of the key business processes that exist within the businesses supported and impact of those with respect to Service Desk and Request Management activities across Europe.
- Certified knowledge in ITIL V2/3 (eg ITIL Foundation or higher)
Additional Skills/Experience Required
- Strong propensity to take ownership of tasks and issues to resolution
- Ability to plan effectively to achieve business outcomes
- Ability and willingness to manage and work across multiple locations
- Ability to work well under pressure and maintain customer focus in difficult situations
Other Details
ASAP Start Base Location - Swindon 6 month contract with view of going permanent.